Coaching field descriptions

  • Release version: Zurich
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of Coaching Field Descriptions

    This guide details the fields and configurations related to Coaching Opportunities, Coaching Assessments, Virtual Coaching, and Training forms in ServiceNow’s Zurich release. It provides a comprehensive understanding of how to set up, manage, and evaluate coaching processes tied to specific tables and user groups.

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    Coaching Opportunity Form

    Defines a coaching scenario with unique identifiers, descriptions, and associations to a specific ServiceNow table. Key elements include:

    • Trainee and Coach fields: Identify users involved, optionally restricted by groups.
    • Activation: Enable or disable the coaching opportunity.
    • Trigger: Event-based conditions that initiate coaching, such as incident reassignment.

    Frequency Settings

    Controls how often coaching assessments are created:

    • Random Sampling: Limits assessments by percentage to manage volume.
    • Always Coached Users: Ensures specific users (e.g., new hires) always receive coaching regardless of sampling.
    • Assessment Duration and Duplicate Prevention: Defines how long assessments remain open and avoids creating duplicates within a set timeframe.

    Surveys and KPIs

    • Surveys: Allows separate feedback surveys for trainees and coaches.
    • Related KPIs: Links coaching to improvement KPIs and strategic objectives for measurable impact.

    Snapshot Settings

    Configures data captured at coaching initiation to provide context for assessments:

    • Snapshot Fields: Select fields from the triggering record to display.
    • Advanced Scripting: Enables custom scripts for dynamic snapshot content.

    Coaching Assessment Form

    Tracks individual coaching sessions with unique identifiers, trainee and coach details, related records, and assessment states:

    • States: Open, Work in Progress, Resolved, Closed Complete, or Closed Incomplete.
    • Coach and Coach Group: Assign who performs the assessment.
    • Due Date: Defines when assessments expire and auto-close if incomplete.

    Assessment Notes and Feedback

    • Notes: Supports descriptive and work journal entries to document coaching dialogues.
    • Feedback: Captures performance ratings (Excellent to Unacceptable) and follow-up actions such as recognition, additional coaching, external training, or managerial referral.

    Coaching Assessment Actions

    Buttons enable practical management of assessments:

    • Complete Assessment: Mark as closed and complete.
    • Reopen Assessment: Return to work in progress for further action.
    • Submit Feedback: Process survey responses from coaches or trainees.
    • Delete: Remove assessments if needed.

    Virtual Coaching Form

    Supports automated coaching triggered by events, with options to:

    • Activate or disable virtual coaching.
    • Use advanced scripting to customize triggers and evaluation.
    • Autofill fields based on conditions.

    Training Form

    Manages training content linked to coaching efforts, categorized by type (e.g., Best Practice, Soft-Skill, Product Support) to facilitate targeted learning. The Preview Message shows content contextually for trainees.

    Coaching field descriptions also include form related lists and actions.

    Coaching Opportunity form

    Field Description
    Number Unique (COP) number for the coaching opportunity.
    Name Unique name for the coaching opportunity.
    Description Description of the coaching opportunity.
    Table Table to use for the coaching opportunity.
    Trainee Field from the selected table that identifies the trainee.
    Trainee group Limit the trainees identified in the Trainee field to a group or groups of users.
    Specify coach user Check box to enable the Coach field.
    Coach Field from the selected table that identifies the coach.
    Coach group Group of coaches that assess and provide feedback to trainees.
    Active Check box to activate the coaching opportunity. Clear the check box to disable.
    Trigger Event that triggers a coaching opportunity for the selected table.

    Conditions for opportunities are generally unique events, such as when an incident is reassigned.
    Table 1. Frequency tab
    Field Description
    Random sample (%) Percentage of the total assessments that get created. Use a random sample percentage to reduce the number of assessments that are created if too many events that meet the criteria for creating a coaching assessment occur.
    Users who should be coached on every opportunity Users that always get coached, regardless of random sample percentage.

    Because the specified users are exempted from the random sample percentage, a coaching assessment is always created when the assessment is triggered.

    Selected users might be new hires, for example, or others who require additional coaching.

    Note:
    Only shown if the Random sample (%) is less than 100.
    Assessment duration Amount of time before the assessment is set to Closed Complete state.
    Prevent duplicate assessment Check box to prevent an assessment from being created within a specified time period if one exists for that user for the same opportunity.
    Within time period Time period within which duplicate assessments are not created.
    Note:
    This field appears only when Prevent duplicate assessment check box is selected.
    Table 2. Surveys tab
    Field Description
    Survey taken by trainee Survey selected for the trainee to provide additional feedback.
    Survey taken by coach Survey selected for the coach to provide additional feedback.
    Table 3. Related KPIs tab
    Field Description
    Improvement KPI Primary KPI used to measure the success of the coaching opportunity.
    Strategic objective Strategic objective affected by the coaching opportunity.
    Table 4. Snapshot Settings tab
    Field Description
    Snapshot fields Field values to show in the coaching assessment unless an advanced script is used.
    Advanced Check box to use a script to determine the content for the snapshot.
    Snapshot script Script that defines the evaluation process applied to the selected table. Select the fields from the table for which you want to capture the values.

    For example, when analyzing the Incident table, use #{number} to display the record number (such as INC0010002) for the incident record that triggered the coaching opportunity.

    Note:
    This field appears only if the Advanced check box is selected.

    Coaching Assessment form
    Number Unique (CAS) number for the coaching assessment.
    Trainee Trainee user that triggered the assessment in the coaching opportunity.
    Record Record associated with the assessment triggered in coaching opportunity.
    Opportunity Coaching opportunity number associated with the coaching assessment.
    State
    State of the assessment.
    • Open: New coaching opportunity.
    • Work in Progress: Trainee is being coached.
    • Resolved: All coaching and learnings have been provided to the trainee.
      Note:
      Learnings may not have been completed by the trainee.
    • Closed Complete: Assessment has been resolved and closed.
    • Closed Incomplete: Assessment has been closed but was not completed, typically because the coaching assessment Due date has expired.
    Coach group Group of coaches to which the assessment is assigned.

    Default value is populated from the coaching opportunity form.
    Coach Coach user performing the assessment.

    This field is typically set by the coach before performing the assessment, but can also be set by a member of the coach group or by the coaching admin.
    Due date Date the assessment is due. After this time, the assessment is set to Closed Incomplete state.
    Table 5. Notes tab
    Field Description
    Description Description of the assessment.
    Work notes Notes about the assessment (journal field).

    Additional notes can be added as the coach and trainee engage in further dialogue.
    Table 6. Snapshot tab
    Field Description
    Snapshot Field contents of the task, action, or behavior captured at the time the coaching opportunity was triggered.
    Table 7. Feedback tab
    Field Description
    Assessment rating Value of the performance of the trainee for reporting and trend-tracking purposes.
    • Excellent
    • Good
    • Average
    • Poor
    • Unacceptable
    Follow up Needed Further action required, if any, to improve the performance of the trainee.
    • Recognize: Trainee needs recognition for good performance.
    • Needs Additional Coaching: Trainee needs additional feedback from the coach.
    • Needs Outside Training: Trainee needs additional training outside the scope of the coaching assessment.
    • Referral to Manager: Indicates a major issue with the trainee performance.
    • Create Virtual Coach
    • No Follow Up
    Summary Summary of the coaching assessment.

    Coaching Assessment actions

    Button Description
    Complete Assessment Set the coaching assessment to Closed Complete state.
    Reopen Assessment Change the coaching assessment state from Resolved or Closed Complete back to Work In Progress for additional action.

    Either the coach or the trainee can reopen the coaching assessment.
    Submit feedback Feedback submitted by either a trainee or a coach from the survey form.
    Delete Deletes the coaching assessment from the Assessment Created by Opportunity list.

    Virtual Coaching form

    Field Description
    Short Description Description of the virtual coaching (CVC) record.
    Table Table source of coaching opportunity events.
    Training Record that contains related training content.
    Active Check box to activate the virtual coaching. Clear the check box to disable.
    Advanced Check box to use a script to determine when the automation triggers.
    Conditions Event that triggers a virtual coaching for the selected table.

    Conditions for virtual coachings are generally unique events.
    Script Script that defines the evaluation process applied to the selected table. Select the fields from the table to capture the values for.
    Note:
    Only shown if Advanced check box is selected.
    Autofill fields Fields to autofill under certain conditions.

    Training form

    Field Description
    Number Unique (CMC) number of the training.
    Title A short description for the training.
    Category Category of learning content, which is used for reporting.
    • Customer experience
    • Best Practice Series
    • Soft-Skill Communication
    • Behavioral Coaching
    • Product Support
    Content Content for assigned users to learn.

    The Preview Message related list shows the learning content in the context of the trainee.